中华礼文化视阈下提升医院窗口服务质量的实践与思考-《中国卫生质量管理》

文章信息/Info

Title:: Improvement of the Service Quality of Hospital Window Units under the Perspective of Chinese Ritual Culture

Author(s):: HE Xinying; DING Yanxia; HAN Zhen; et al; Firstauthor's address The First Affiliated Hospital of Xi'an Jiaotong University

摘要:: 文章以医院服务质量为中心，阐述在中华礼文化视阈下实施提升医院窗口单位服务质量的创新案例。从背景、思路、实施、成效等4个方面，系统介绍了如何将礼文化融入服务质量的管理中，将服务礼仪的认知、培训、应用、考核、持续改进等贯穿到具体实践中，提升了窗口单位的服务质量。实践后认为，礼文化之人文理念是提升服务质量的精神源泉，礼文化的渗透有利于医务人员的心智健康，礼文化的传播有利于医患、医际间的沟通与和谐。

Abstract:: Focusing on the service quality of hospital, the paper described the innovative cases of implementing to improve the service quality of hospital window units from the perspective of Chinese ritual culture. From the four aspects of background, thinking, implementation and effect, this paper systematically introduced how to integrate ritual culture into the management of service quality, and how to integrate the cognition, training, application, examination and continuous improvement of service etiquette into the concrete practice, so as to improve the service quality of window units. After practice, it is believed that the concept of ritual culture and humanism is the spiritual source of improving service quality. The penetration of ritual culture is conducive to the mental health of medical staff, and the spread of ritual culture is conducive to communication and harmony between doctors and patients, and between doctors